About Your MyXplore Account

• Review or update contact information

• Review or update payment information

• Review invoices

• Make a payment using a credit card

• Track Internet usage

• Manage Xplore emails

• Review your Home Phone usage

• Manage Call Forwarding and Voicemail settings

• Review or update the E911 Address for your Home Phone

• Create a case to request support from Xplore Customer Care

• Temporarily suspend all Xplore Services (some conditions apply)

• Review Warranty Status and Add Protection with Xtra Care

• Add payment method (both pre-authorized debit and credit)

• Chat with one of our agents using our online chat feature

To log in, please go to myxplore.ca and click on the Customer Login box.

Next, please enter your User Name and Password and click Enter.

Haven’t Registered Yet?

Follow these steps:

• Click “Don’t have a MyXplore account yet? Click here to register” from the MyXplore.ca login screen

  • Fill in the 4 mandatory fields provided during sign up
    a.) Email c.) First Name
    b.) Account # d.) Last Name

• Create your MyXplore.ca password to complete your account set-up.

Once logged in, you will see the MyXplore Home page which displays:

• Your billing account information

• Quick link to view your Internet usage (note: usage may not apply to all Xplore services)

• Email addresses set up on your Xplore account and options to add a new email address or change your email password

• Your billing & payment information:

  • Last Payment– the amount of your last successfully processed payment.

  • Last Payment Date– the date of your last successfully processed payment.

  • Current Balance- Make a payment

  • Invoice Delivery Method– the way your Xplore invoice is provided (email, regular mail, or email & regular mail)

  • Payment Method- change your payment method

• Quick Links to popular areas:

  • Xplore Website

  • Dealer Locator

  • Contact Us

  • Refer-A-Friend (Receive a $25 credit on your Xplore account when you tell your friends and family about Xplore and they activate within 30 days)

  • My Cases

  • Support Articles

  • Useful forms such as Pre-authorized Debit request

  • MyXplore User Guide

The My Account section of the MyXplore home page displays your billing account information. To update your information, click Edit beside Billing Address or Email

Click Manage Settings to update the following information:

• MyXplore Username

• Time zone

• Language

• MyXplore Password

  

View Contacts

The View Contacts section within the MyAccount will display all authorized contacts on the account. You can also add, remove or edit contacts from your account.

1. Click on View Contacts

2. The list of authorized contacts will display

Adding a Contact

1. After clicking View Contacts, click New Contact to open a blank contact page.

2. Fill out the required fields and click Save.

Edit a Contact

1. Click Edit beside the contact to be edited

2. Update the required fields and click Save.

   1. Note: If the Account Authorization is set to not authorized, the contact will disappear from the list of contacts displayed.

Removing a Contact

Click Remove beside the contact to be removed.

Click Save to confirm the changes

• Last Payment - the amount of your last successfully processed payment.

• Last Payment Date - the date of your last successfully processed payment.

• Current Balance- the current balance on your Xplore account

• Invoice Delivery Method - the way your Xplore invoice is provided (email, regular mail, or email & regular mail)

• Make a Payment: Click here to make a one-time payment.

1. Click on Make a Payment
2. Enter the amount and click Continue
3. Select the Method of Payment and click Process Payment
4. If there is no credit card on file you will be prompted to add a new payment method.
   1. If you would like to process a payment on a different credit card, select Add New Payment Method
5. Enter the new credit card information and click Process Payment

To see the invoices for your account, select the View My Invoices button on the MyXplore Home page.

Click on View PDF to see the invoice for a particular time period. For an explanation of your invoice, you can review the "How do I read my invoice?" article.

Payment Methods

The MyXplore Home page displays your current payment method for Xplore services. To change your payment method, click the Change Payment Method button.

(Note: The below message will display if you have not yet added a payment method)

On the Manage Payment Summary screen, click Manage Payment Methods

Add a New Payment Method

• On the Manage Payment Methods screen, click Add New Payment Method

• From the New Payment Method pop-up box, select the payment method you wish to add

• Click Continue

• An additional section will appear for the New Payment Method Information
  • For the payment type you selected, fill in all the required information noted with a red bar

• Click Save
• If you chose to add payment from a bank account as a new payment method, the Pre-Authorized Debit Terms & Conditions will appear after clicking the Save button.

• Click the I Agree button to accept the Pre-Authorized Debit Terms & Conditions and continue OR click Cancel to return to the Manage Payment Methods screen.
• When the new payment method has been added successfully, you will see the following message:

• The new payment method you have just added will now become the current default payment method.

Set a Default Payment Method

• On the Manage Payment Methods screen in the Your Payment Methods section, click the checkbox to select the new default payment method.
• Click the Set as Default Payment Method button

• Click OK in the pop-up box to confirm your selection.

• When the default payment method has been changed successfully, you will see the following message:

Delete a Payment Method

• On the Manage Payment Methods screen, in the Your Payment Methods section, click the checkbox to select the payment method to be deleted.
• Click the Delete button.

• Click OK in the pop-up box to confirm deletion.

• When the payment method has been deleted successfully, you will see the following message:

Internet Usage

Click on the View My Data Usage button on the MyXplore Home page to view your Internet usage with the Usage Tracker online tool. The Usage Tracker is updated every hour with data that's current as of 4 hours ago.

Xplore Home Phone Usage

Customers with Xplore Home Phone packages can track monthly phone activity to help manage usage and any additional charges.

• Go to the Customer Subscriptions tab
• Select the Go button beside "View: My Subscriptions/Mon abonnement"

• Select the XHP subscription
• Select the View Home Phone Usage button

Note: Your usage is shown in the GMT Time Zone

The Email section of the MyXplore homepage displays the email addresses that are set up on your Xplore account, a quick link to Webmail, and options to add a new email address or change your email password.

Change Email Password:

1. Click on the Change Password link next to the email account that you want to modify.
   2. Chose a password and enter it twice to confirm

Password criteria:

• Minimum 8 characters
• Maximum 54 characters
• Can contain characters: ~, @, $, %, ^, &, *, (, ), -, _, =, +, /, \, ", >, ],

Create New Email Address:

1. Click on the Create New button.

2. You can choose an email address ending with @xplore.net.

Email address criteria:

• First and last characters must be alphanumeric
• Minimum of 3 characters
• Maximum of 64 characters
• Can contain numbers 0-9, letters a-z, underscore (_), hyphen (-), period (.)
• First or last character cannot be a period (.), underscore (_) or hyphen (-)
• Cannot contain a space, two consecutive periods (.), or the following special characters: ~, `, @, #, $, %, ^, &, *, +, =, (,),< ,>, /, \, |, ", > , ] ,

1. Choose a password and enter it twice to confirm.

Password criteria:

• Minimum 8 characters
• Maximum 54 characters
• Can contain characters: ~, @, $, %, ^, &, *, (, ), -, _, =, +, /, \, ", >, ], [, }, {, :, ;, >, <, ., ', |, ?

1. Click on Save. The Status of the email address will show "Pending" and the email address will activate within 5 minutes. Then, you can click on Go to Webmail to sign in.

With Call Screening, you can filter out all Anonymous Callers (callers with blocked caller ID, private callers or calls with no Caller ID) or prevent one or more custom callers from contacting you.

Updating Call Screening options

1. Visit MyXplore at www.myxplore.ca
2. Enter your MyXplore User Name and Password, then click ‘Enter’
   • If you have forgotten your User Name or Password, click on the Forgot your password or Forgot your username link and follow the instructions. You can also email us at support@xplore.ca or call 1-866-841-6001.
3. Click on the ‘+’ in the Home Phone section to expand the window
4. Select Call Screening in the Home Phone field.

Anonymous Callers

In the Anonymous Caller field, you can select one of the following options:

• “Allow” to allow all anonymous callers through
• “Block” to block all anonymous callers entirely
• “Block with Message” to play a message for the blocked caller
  • When blocking calls from anonymous callers, the message will be “The number you have dialed is not accepting calls from anonymous numbers.”
• “Forward” to forward anonymous callers to the number specified in the Screening Forward Number field
• “Voicemail” to send anonymous callers directly to voicemail

Click Save when you are finished making your selection.

Modify Options for Anonymous Callers

To select a different option for Anonymous Callers:

1. Click the dropdown and change your selection
2. Click Save

Custom Callers

1. Select Add Caller

2. Enter the number(s) in the Custom Caller field

3. Add one or more numbers and select one of the following options for each caller:

• • “Allow” to allow a specific caller through (this is the default setting).
  • “Block” to block a specific caller.
  • “Block with Message” to play a message for the blocked caller.
    • When blocking calls from a specific caller, the message will be “The number you have dialed is not accepting calls at this time”.
  • “Forward” to forward the caller to the number specified in the Screening Forward Number field.
  • “Voicemail” to send the caller directly to voicemail.

4. Click Save

View / Modify a Custom Caller

The Custom Caller field is where you will see the callers you have added and the options you have selected for each caller.

Modify Custom Caller(s)

1. Click the dropdown and change your selection
2. Click Save

Remove a Custom Caller

To remove Custom Caller(s):

1. 1. Click the ‘X’ next to the number you wish to remove
   2. Click Save

911 Address (Xplore Home Phone customers only)

Your home address will be registered with 911 as part of your Xplore Home Phone subscription service. Please ensure your physical home address is accurate.

If you move Xplore Home Phone equipment to another location and change your phone number(s), you must update your 911 address.

IMPORTANT NOTE: If you do not update your 911 address, any calls to 911 may be sent to an emergency centre near your previous address.

Cases

A case is a detailed description of a problem, question or feedback regarding your Xplore service. To submit a case, click the Create a Case button on the Cases tab, fill out the corresponding information, and click Submit. If you have any screen-shots or other supporting information regarding your case, you can choose Submit & Add Attachment. A response to your case will be provided within 48 hours via email or phone.

Once you have submitted a case, you can view previous open cases that you submitted via phone or MyXplore.

If you have any additional questions about MyXplore, please email us at support@xplore.ca or call Xplore Customer Care at 1-866-841-6001.

Temporary Suspend

You can choose to put your Xplore service on hold temporarily once per year for up to 6 months using the Temporary Service Suspension feature in MyXplore. If you are still within your contract term, the term will be paused during the temporary suspension period and will resume once the suspension period has expired. For more information on temporary service suspension (including eligibility, fees, and conditions), please review the details during the suspend process, or contact us at 1-866-841-6001.

1. Click on Request a Temporary Service Suspension in the My Account section.

2. Review the details about temporary service suspension. To proceed, select your Start and End dates, as well as confirm or update your contact information during the suspension period.

3. Click on Submit.

4. Review the summary of your request for temporary service suspension. If the dates and contact information are correct, click Confirm.

5. You will receive an email confirmation, and all Xplore services will be suspended on the date requested.

Updates to your Temporary Service Suspension

You can make changes to your temporary service suspension dates and contact information by simply clicking on the View / Update Your Temporary Service Suspension ink in the My Account section.

You can change the start date of your temporary service suspension if it has not yet started, and the end date can be changed to a date as soon as tomorrow.

Contract Details

The Contract Details within the MyAccount will display the Critical Information Summary. A Critical Information Summary (CIS) is a document that outlines the key information with regards to your service including their package, price and contract term.

1. Click on View My Contract Details

2. Click on View PDF to open your Critical Information Summary

The Protection Banner shows your warranty status.

Should you no longer be covered by the Satellite 1 year Installation Warranty, you can click Learn More to find out more about our Xtra Care Program.

If you are still covered by the 1-year warranty you can enroll early right through the portal. Click the Learn More Button for the details.

If you have any additional questions about MyXplore, please use self-serve with MyXplore, email us at support@xplore.ca or call Xplore Customer Care at 1-866-841-6001.

Live chat allows you to speak directly to an Xplore representative to address any account management or billing inquiries in both English and French. Technical support or Collection inquiries will not be handled via chat, please contact support at 1-866-841-6001.

1. Click on "Questions? Chat Now" pop-up.
2. A new browser window will open. Fill out the required fields and select "Chat Now".

• An introduction to your Xplore invoice

• How billing and payment works

• Transferring ownership of your Xplore account

• Xplore’s temporary suspend program

• Moving with Xplore